PROCESS MAPPING

DEFINITION

Structural analysis of a process flow (such as an order-to-delivery cycle), by

distinguishing

how work is actually done from how it should be done

what functions a system should perform from how the system is built to perform those functions.

Process mapping

Process maps are diagrams that show :-

What an organization does and how it delivers services.

Major processes in place, the key activities that make up each process,

Sequencing of those activities, the inputs and resources required and outputs produced by each activity.

Process maps are a way of ensuring that the activities making up a particular process are: properly understood

properly managed

in order to deliver the best services to customers.

Early history

The first structured method for documenting process flow, the flow process chart, was introduced by Frank Gilbreth to members of ASME in 1921 .

Gilbreth's tools were quickly integrated into industrial engineering curricula.

In 1947, ASME adopted a symbol set derived from Gilbreth's original work as the ASME Standard for Process Charts.

Two main elements

■ Flowcharts that show the sequencing of activities in a particular process

■ Process definition charts: shows, for each activity,

inputs and resources that are required

outputs that will result from the activity

controls that regulate or influence the activity.

Combining flowcharts and process definition charts will provide a complete process map, although many services will find simply the production of flowcharts a useful aid to service improvement.

Four Major Steps of Process Mapping

Process identification :- Knowing the process of eachcomponent of the company is crucial in understandinghow work should be done and how it could serve theneeds of customers.

Information gathering :- regarding the key personnelinvolved in the work process. These individuals can makechanges to the process so they should be involved incrafting the process map. Other pertinent informationthat should be gathered includes process objectives,risks, control mechanisms, and measures of milestones.

Four Major Steps of Process Mapping

Interviewing and mapping :- This step will validate if the identified processes are clear and if work set are being effectively carried out.

Analysis :- The information gathered and the map that was created should be analyzed. Any inefficiency in the process should be purged immediately and best practices should serve as a model for the whole business process.

Benefits of process mapping

Ensuring that managers and staff understand all theactivities, their sequencing, resources required, thestandards and performance targets to be met.

Enabling roles and responsibilities to be clearlyagreed and defined, ensuring everyone involved inthe process, regardless of where they are in theorganization, knows who is meant to do what.

Benefits of process mapping

Helping ensure that activities and services providedon a multi departmental basis are properlyintegrated and connected so that the customer doesnot fall into the gaps between departments anddifferent organizations.

Contributes directly to performance benchmarking, performance improvement and service redesign.

Benefits of process mapping

By producing a process map managers and staff are encouraged to ask

why?

Why do we do this?

Why do we do it this way?

Why do we do it in this order?

Why don’t we do it differently?

Example

Flowchart is a primary type of business process mapping.

It consists of some symbols such as arrows, circle, diamond, box, oval or rectangle.

EXAMPLE

Process Map of Conference Approvals

SAMPLE 2